Business Profile

Mobile Phone Service

Consumer Cellular

Complaints

This profile includes complaints for Consumer Cellular's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,480 total complaints in the last 3 years.
469 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Winter of 2022 I entered the hospital for neurological condition. I was unconscious and catatonic on ventilator, tracheotomy and feeding tube. I was unconscious. My family did the best they could to handle my finances and affairs, including my phone bills They contacted Consumer Cellular numerous times to resolve issues and pay bills. Consumer Cellular lied to them about the status of the account and amount owed. Fast forward to july 2023 I was well enough to contact Consumer Cellular my self. They claim I owe ****** for phone services that we never delivered and ****** for the balance of the phone. I asked about filing an insurance claim to replace the phone and settle the bill. They falsely claimed there was no insurance and the phone number was transferred by a family member. These are both lies.
Customer Answer
Date: 07/31/2023
I want my old number ********** to resolve the case!!!
Business Response
Date: 08/08/2023
August 8, 2023

BBB File No. 20398976
*************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. ******************* established service and purchased the ******* Galaxy Z Flip3 with an Allstate Protection plan using EasyPay on 4/06/22. EasyPay is an interest-free financing option available for eligible customers. A down payment which includes the total taxes is required at the time of purchase, and payments are made monthly for 24 months or until the phone is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.

Allstate is a protection plan that primarily covers physical damage to the phone and effectively extends the manufacturers warranty after that coverage ends in twelve months. Allstate is not insurance; it does not cover the phone if it is lost or stolen.

Mr. ***** account was suspended due to non-payment on 6/09/23 and the remaining EasyPay balance was added to his account when the invoice generated on 7/17/23. On 7/21/23, ************ contacted customer service and was advised that the Allstate Protection plan does not cover lost or stolen devices. As well, he was advised that we would need to receive payment of $270.65 to reinstate the account. On 7/31/23, ********************* contacted customer service and the account was cancelled, per their request.

As a courtesy, we have waived his invoices back to 10/13/22, the last date that usage reported. The balance due on the account is for the EasyPay balance in the amount of $278.15.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 08/14/2023

Complaint: 20398976

I am rejecting this response because:. I called the number provided. It goes to CC customer service who were completely unaware of my complaint or issue. I ask the CC rep to call me and they said she would. She never did. My request has been ignored by CC. Please call me at **********. Please reinstate my old phone number you cancelled ********** and you will get paid in full. Stop s******* me over. Ive been in the hospital for 7 months and CC has used that time to SCREW ME!!!

Sincerely,

***************
Business Response
Date: 08/23/2023
August 23, 2023

BBB File No. ******** Rebuttal
*************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this rebuttal and allowing us the opportunity to respond. Cell phone numbers can be held in a suspended state for up to 30 days. After 30 days they are released to a shared pool for service providers to reuse. As Mr. ***** service was suspended on 6/09/23 due to non-payment, his phone number has been released for reuse by other providers.

We have attempted to contact ************, but were unable to speak with him. We did leave a voicemail message with this information.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 08/26/2023

Complaint: 20398976

I am rejecting this response because: Consumer Cellular is in possession of my old number. If they would make the effort to assign my old number back to my phone I will pay them what I owe.

Sincerely,

***************
Initial Complaint
Date:07/30/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Consumer Cellular sent new Sim cards & said you have to use these or you'll lose service. (That's not even true). I called CC on May 31, 2023 & had them walk me through the installation on my wife's phone. Evidently her phone didn't have Volte, whatever that is & her phone service is unusable because of that. They fully knew the phone was rendered inoperable due to the change they told me I had to do. They still continue to charge for service on this phone even though they knew it was rendered inoperable, due to their recommendation. Paying for service I don't receive is blatantly wrong. They won't even refund me because I didn't tell them not to charge me when they knew their recommendation was the culprit. They refuse to listen & say it's our policy. The "policy" is wrong purposely so they may continuing to charge elderly clients. That's the ************ of their company. They purposely overcharge Seniors because they are more vulnerable. HOW IS THIS RIGHT FOR A COMPANY THAT BRAGS ABOUT NO HASSLE CUSTOMER SERVICE??? It's clearly NOT right. Part 2) Further, If you have a family emergency & over use your service they "for your convenience" raise that monthly rate. I understand & that's fine. What's WRONG is when that payment cycle ends they don't put it back to your regular rate. ANOTHER way they overcharge Seniors. You have to call them & say Aunt ****** died so I don't need the extra *********** charges anymore. AGAIN, CLEARLY NOT IN THE CUSTOMERS BEST INTEREST.They brag about customer service. HOW is intentionally s******* seniors in the customers best interest ??? AVOID CONSUMER CELLULAR AT ALL ************* your parents or Grandparents billing to make sure they're not getting screwed as well. The policies are CLEARLY NOT helping seniors. The policies exist so they can s**** the customer & hopefully just eat the cost. I think it's plain to see this company lies & cheats seniors.
Business Response
Date: 08/02/2023

August 02, 2023

BBB 20397320
******************* (#XXXXX5469)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for ****************** frustrations with recent changes to our service. We have attempted to reach ************** multiple times without success.

We understand the customer's frustration surrounding the ******** migration. Consumer Cellular is transitioning fully to the AT&T network to ensure that we provide our customers with the fastest data speeds and high-quality calls provided by AT&T. In Section 1.2 of our Wireless Customer Agreement, "We may modify, suspend or discontinue any function or feature of any Service or terminate your Service entirely at any time without notice for any reason."

We have removed the charges for the line that was to be canceled in May.

We consistently look for ways to improve our service; customer feedback is imperative to our growth and improvement. We heavily emphasize our customers' opinions on how we may provide a better service to them. We appreciate ************** taking the time to provide information that will improve our service!

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:07/29/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
According to business i was late in may for a payment and i wasn't and I've been told different things but 4 different people I had easy pay a month ago
Business Response
Date: 07/31/2023
July 31, 2023

BBB 20395274
Braadan **** *****0933

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We value our customers and want them to have the best experience with our customer service and products. We are sorry to hear this is not what the customer experienced. We appreciate the feedback shared and are constantly looking for ways to better serve our customers.

We spoke with ************ regarding his concerns about his EasyPay payment plan eligibility to finance a new device. We explained that we use payment history to determine eligibility; ************ has had two missed payments in a 12-month period. One of the following must Apply to be eligible: 7 paid invoices without a past due balance -or- No more than one past due balance in the last 12 invoices. According to ************** account, if all invoices are paid on time, he will be eligible for the Easypay option on 12/31/2023.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 07/31/2023

Complaint: 20395274

I am rejecting this response because: they refused to even talk other than that i told them i have proof of every payment i made

Sincerely,

Braadan ****
Initial Complaint
Date:07/27/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This account was closed July 23 and I was told there would be no further charges by a male supervisor. They would zero out the last bill bc they researched it hadn't been used in 5 months by elderly with dementia. Then I saw July 25 another $21.75 was auto deducted off of my bank account when I was told that there would be no further charges on July 23. I asked for it to be reimbursed and was given a hassle tonight by a female supervisor.
Business Response
Date: 08/02/2023
August 2, 2023

BBB #********
************************* (#xxxxx3313)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We tried reaching out to ****************** but were not able to contact her. As a courtesy, we did waive the final balance on the account. The account now has a zero balance, and nothing will be due going forward.

At the time of cancellation, there was still $24.00 remaining on the EasyPay balance owed for the Consumer Cellular Link II flip phone purchased on the account. Because of this, the payment of $21.75 processed on 7/22 via Autopay remains valid.

If anything changes in the future, we would love to work with ****************** again. Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 08/02/2023

Complaint: 20387978

I am rejecting this response because:
When I called in and spoke to a mgr 7/21/23 I was told they would remove all charges and nothing more would be billed. I asked for the recorded call to be pulled and to return the $21.75 they stole out of my account on 7/23/23.

Sincerely,

*************************
Initial Complaint
Date:07/27/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
July 27, 2023 ******************************************** ************************************************************************ ************/32 Consumer Cellular Acct * ********* Greetings, My complaint is that I was charged $429.00 for a defective ******* A53 cell phone that was purchased from Consumer Cellular on February 17, 2023 and returned to Asurion on March 2, 2023. In February of 2023 we ordered new cellular devices from Consumer Cellular. We negotiated and sent in our old equipment as trade-ins and ordered two new ******* A53 cell phones with two separate phone numbers, mine, * ************, and my wifes, * ************. My wifes phone (****) gave us trouble and would not connect. We called Consumer Cellular for assistance. We were told that her phone was un-programmable and that we should return it while they sent us a replacement.We received the replacement phone and returned the defective phone to:Asurion *************************************************************** March 6th @ 11am **** Tracking * ********************** Ph. * ************ On March 31, 2023, Consumer Cellular charged our bank account $429.00, stating that the device had been sent to the wrong address and that they never received the returned cell phone. We were informed that the phone (MEI * ***************), was being held at an Asurion warehouse. I was instructed to contact ******* and have them send the phone to Consumer Cellular and they would adjust my account.After many attempts I couldn't contact ******* to rectify this matter.We sent the equipment to the address given to us by Consumer Cellular. Consumer Cellular was aware of the location of the device, why were they unable to retrieve it? Why is it impossible to reach Asurion? And why is AARP backing a communications company (Consumer Cellular) that is incapable of communicating with their own service provider?We would like to have our account credited for $429.00, the full amount taken by Consumer Cellular. Please.**************** and ************************* ********************
Business Response
Date: 07/29/2023
July 29, 2023

BBB File No. 20383660
************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. On 2/10/23, **************** ordered a Certified Risk-Free Return (previously returned) ******* Galaxy A53 using EasyPay. EasyPay is an interest-free financing option available for eligible customers. A down payment which includes the total taxes is required at the time of purchase, and payments are made monthly towards the purchase of the phone until it is paid off. If the account is cancelled before the EasyPay balance has been paid, the remaining balance will be billed to the credit or debit card on file. The customer is required to electronically sign an EasyPay Agreement, accepting the number of payments and the terms and conditions of the agreement.

When placing the order, he set up a trade-in request for his ******* Galaxy Note8. For this process, the Note8 was to be sent to Asurion who handles the trade-in. After receiving the A53, it was discovered that the device was locked to a ****** account. An exchange was set up to replace the locked A53 and a prepaid return shipping label was sent out with the replacement device to allow him to send the locked A53 back to Consumer Cellular.

**************** inadvertently sent the Note8 to Consumer Cellular and the A53 was sent to Asurion. As the A53 was never received back at Consumer Cellular, the return request was cancelled in our system and the EasyPay plan for the phone remained active on ******************** account.

We contacted Asurion to help locate the locked A53 with the hopes of it being sent back to Consumer Cellular. After checking their records, ******* confirmed that the locked ******* A53 was processed for liquidation upon receipt and could not be retrieved. The Asurion trade-in value for the A53 was $46.00 and as a courtesy, this was credited to ******************** account on 7/10/23.

As the paperwork provided by ******* and Consumer Cellular were properly marked, it was determined that it is the customers responsibility to ensure that the correct device is sent to the correct company. As a result, the remaining EasyPay balance of $289.00 for the original ******* A53 device remains valid. **************** can continue to make EasyPay payments on this device as long as the account remains active. We understand that this is not the resolution that **************** was seeking, however, our position has not changed.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 08/02/2023

Complaint: 20383660

I am rejecting this response because:
The phone never worked.

Sincerely,

*************************
Initial Complaint
Date:07/25/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have learned from a **************** Rep. at ********************** they have implemented a $5.00 fee (called Opt Out fee) if you don't use online paying presumably with a credit card. I feel & believe this is not just & imposes on a customer ability to pay them as they want to. I find this imposing on my choice of paying my bills as I want to. Further, I don't possess credit card & use my bank acct. with my authorization.
Business Response
Date: 08/01/2023
August 01, 2023

BBB 20375709
******************* (#XXXXX4001)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for **************** frustrations with her billing. We have tried reaching ************ multiple times and have been unsuccessful.

Consumer Cellular is not charging a fee to opt-out of automatic payments, however, we do offer a discount of $5.00 to our customers who choose to use our free auto pay by electronic check, debit, or credit card and email billing. All customers receive a $5.00 service fee and those that choose to use auto pay and email billing receive a $5.00 credit.

Information regarding change to service is provided in our Wireless Customer Agreement included with all equipment purchases, including SIM-only orders. In Section 1.3 it states, "We may change any terms, conditions, rates, fees, expenses, or charges regarding our Services at any time..."

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

****************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:07/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My ****** passed away and they refuse to convert the account into my mothers name. The account is up to date paid and in good standing they continued by canceling her account and refusing to allow her to port her cell number to a new account which is illegal. ***** ************************* is my ****** My mother is ***************************** Her number is ************ that she wants to be able to port to her new service.
Business Response
Date: 07/28/2023
July 28, 2023

BBB #********
************************* (#*****8511)

Dear BBB,

Thank you for contacting us regarding this complaint and allowing us the opportunity to respond. We wish to express our condolences to ****************** family during this difficult time. When our account holder has passed away, a Change of Financial Responsibility (COFR) can only be processed after our ****************** has received the required documentation and approved the request.

The documentation needed includes the following:

A copy of the front and back of one of the following:

State Drivers' License
State ID card
Passport
Military ID

A selfie of the customer holding that ID

A copy of the death certificate OR documentation of incapacitation, such as a court order or power of attorney

These documents need to be forwarded by fax at ************ or emailed to billing at **********************************. Once the documentation has been processed and approved, a member of our ****************** will contact the customer to process the COFR.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:07/25/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been a grateful consumer of Consumer Cellular for about 10 years. I've had no complaints until now. For the past two weeks, I've been having trouble using my flip phone which was only relaced a month ago. Every single day, I have a new problem. Now, I can't even communicate with CC through "chat."I have a disability which allows me to only communicate with a flip phone. I just want a phone that works. I should not have to remove the battery or turn the phone on and off over and over again.I'm paying thze extra money each month to get a new phone. I am tired of this and need your help. CC has been a great company. I don't know what went wrong, but I want to get a new flip phone so I can be in contact with friends and family.Thank you. *****************************
Business Response
Date: 08/02/2023
August 2, 2023

BBB File No. 20372073
************************* (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. All new Consumer Cellular phones come with a one-year warranty for any manufacturer's defects or mechanical failure. Any physical damage to a phone voids the warranty. Once all the necessary troubleshooting steps are completed and it has been determined that the issue is caused by defective equipment, the defective device can be submitted for the warranty process. When a warranty replacement is created, the replacement phone is the same model phone unless it is no longer in stock. When this situation occurs, the customers phone is replaced with a comparable model phone available in inventory. Phones must be in like-new condition with no physical damage or damage due to liquids or extreme temperatures.

We attempted to reach ***************************** on 7/26/23, but were unable to speak with her. We did leave a voicemail message advising we would replace the device as a courtesy to a valued long-time customer. Unfortunately, ************** opted to cancel her service on 7/28/23. We have waived the final invoice on the account. If ************** would like to reinstate service, we would be happy to replace the device at no cost.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Initial Complaint
Date:07/24/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm wanting to file a complaint against Consumer Cellular. I had switched the provider I was with to them. I received a new Galaxy S23 for switching, on them. I changed my old provider on a Sunday the first of July. It then took 2 days to get service. Service was terrible. Couldn't get calls, calls dropped constantly, no text or voice mails. So on the following Saturday I disconnected service. I didn't have the service for a whole week. I asked them for a return label so I could return the phone. Soon as I received the label, I returned the phone. All this was done within the 14 day trial period. Below is the letter they returned to me with the phone, stating the phone was damaged and they couldn't take it back. Therefore, I owed them $768.00. I seriously disagree with them. Also below is pictures of the telephone. You can examine it yourself and see if this warrants them to say, I owe them for the phone. I contacted them about this issue to no avail. This is ridiculous and I believe I do not owe them money. Still would be glad to return them their phone. I don't need it. If you would please, help me to settle this. Thank you
Business Response
Date: 07/27/2023
July 27, 2023

BBB #********
********************* (#*****9835)

Dear BBB,

Thank you for contacting us regarding Ms. ************************* complaint and allowing us the opportunity to respond. We apologize for any inconvenience caused by the return of the ******* Galaxy S23 - Lavender 128GB.

When a customer decides that they do not want a phone they received and it is within our return period, we offer a refund or exchange IF the phone is in like-new condition, which means the phone looks and works as it has never been used. We resell returned phones to our customers at a discount as Certified Risk-Free phones and are only able to resell phones if they are like-new. When our customers buy a Certified Risk-Free phone, they are promised a like-new phone. We understand this is not the resolution the customer wants to hear, but we hope they understand why this policy is in place and industry-standard.

Once a new phone leaves the care of Consumer Cellular, it is the responsibility of the customer to return it in like-new condition. All returns are opened in a controlled environment, and photographs are taken of the phone and the **** number. This is done to ensure that we have received the correct device and that any obvious physical damage is recorded immediately. We have attached a PDF file below with the pictures taken of each device.

We understand this is different from the resolution you are hoping for, but we hope you'll understand why our return policy is in place and is industry standard.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 07/27/2023

Complaint: 20370042

I am rejecting this response because: I did not return the phone because I did not want it. I returned it because after 4 days of service I closed the account. The service was horrible. I called trying to get it to work. I called ***** times and everytime the phone dropped the call and after asking the representative I was talking to, to call me back if call dropped, only 1 representative did so. She told me what to do so I did and it didn't work. Had to call back and calls kept dropping. So after multiple times of calling back, without getting help and the service being horrible, I closed the account. I did this all within the 14 day trial period. That said if dissatisfied you can close the account with no cost to you. I even got the phone back within the 14 day trial period. I don't see a problem in the pictures they took. The face of the phone looks like a hair might be on it. My pictures do not show that. So I do not except their decision. The phone is in good condition and works perfectly fine.

Sincerely,

*********************
Initial Complaint
Date:07/24/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted Consumer Cellular for cell phone service. Told they could transfer my cell number. I received a sim card by mail to insert in MY own cell phone. It did not work. I used the office phone at the apartment building I live to call them. I was directed to go to a Target store in my area for help to activate the phone. I went to ********, **, Target . I spent over 4 hours with no result. I was then instructed to go to ****** ** Target. I spent another 2-3 hours at Savage ** Target without a phone! I bought another Sim card, that did not work. I purchased a new phone that did not work. No One could help me . After 3 days without a cell phone. I went to the front of the Target store to returns and returned the phone and sim card purchased there. This phone was NEVER activated.I have been receiving bills the latest is $19.11.Today is 7/24/23. I have just hung up from CC to have this bill stopped and told the story again.They proceeded to tell me I owe this balance of $19.11. I dispute this charge as the phone was never activated. They charged me for a sim card that I received in the mail which did not work and I paid $20.00 for that. I lost my original cell phone number that I had for over 10 years ! Consumer Cellular is another one of these cell phone companies that will fail in the future ! They are all a scam and I have had enough of the scamming! Thank you for your help with this matter.
Business Response
Date: 07/26/2023
July 26, 2023

BBB File No. 20369477
******************** (Account No. **********

To Whom It May *************************** you for contacting us regarding this complaint and allowing us the opportunity to respond. We apologize for the frustration caused by this billing dispute. As a courtesy, we have waived all charges on ********************* cancelled account.

Thank you for allowing us to address these concerns. Please do not hesitate to let us know if we can be of additional assistance.

Sincerely,

**********************
Executive Resolution Administration
T ************ F ************
******************************************
www.ConsumerCellular.com
Customer Answer
Date: 07/27/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********************

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